Professional Standards
The Directors of HES Estate Management Ltd are committed to ensuring that the standard of service provided by the firm reflects the highest professional standards. We acknowledge the importance of relevant training, and we undertake regular reviews of procedures and performance.
Please find below our Client Money Protection Scheme Certificate and Client Money Handling Procedure.
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We are regulated by the following professional bodies:
Royal Institution of Chartered Surveyors (RICS)
HES Estate Management Ltd has ‘Regulated by RICS’ status which demonstrates that the firm practises to globally recognised ethical and professional standards. We are obliged to adhere to Rules of Conduct and our clients enjoy the benefit of the RICS’s Client Money Protection Scheme. Our membership of the RICS Designated Professional Body scheme regulates our activities in respect of handling insurance. We are committed to compliance with the RICS Service Charge Residential Management Code (3rd Edition)
The Property Institute (TPI)
The Property Institute (TPI) formed in 2024 following the merger of ARMA and IRPM, are the professional body for residential property managers in England, Scotland and Wales. TPI stand as a trusted and credible voice committed to driving standards in the sector to make a positive difference for member firms, clients and residents. At HES Estate Management Ltd we fully support our staff in joining the TPI and taking their exams to attain ATPI (Associate) or MTPI (Full Member) status, so that you can be assured of the very highest standards of professional expertise at all times.
Regulated Insurance Activities
HES Estate Management Ltd are not authorised by the Financial Conduct Authority. However, we are included on the Register maintained by the Financial Conduct Authority so that we can carry out insurance distribution activity which is broadly advising on, selling, and administration of insurance contracts. This part of our business, including arrangements for complaints or redress if something goes wrong, is regulated by the Royal Institution of Chartered Surveyors (RICS). The Register can be accessed via the Financial Conduct Authority website.
Complaints Handling Procedure
Since October 2014, it is a legal requirement for all firms of managing agents to operate a Complaints Handling Procedure (CHP) which includes access to a Government approved independent redress scheme where unresolved disputes can be addressed, free of charge to consumers. This means complaints are handled independently and leaseholders can be confident that there is no bias. A copy of our CHP is available upon request.
The Property Ombudsman Scheme
The Property Ombudsman (TPO) scheme has been providing consumers and property agents with an alternative dispute resolution service since 1990
The Ombudsman’s resolutions are designed to achieve a full and final settlement of the dispute and all claims made by either party. The Ombudsman can, where appropriate, make compensatory awards in individual cases up to a maximum of £25,000 for actual and quantifiable loss and/or for aggravation, distress and/or inconvenience caused by the actions of an agent.
Royal Institution of Chartered Surveyors (RICS)
HES Estate Management Ltd has ‘Regulated by RICS’ status which demonstrates that the firm practises to globally recognised ethical and professional standards. We are obliged to adhere to Rules of Conduct and our clients enjoy the benefit of the RICS’s Client Money Protection Scheme. Our membership of the RICS Designated Professional Body scheme regulates our activities in respect of handling insurance. We are committed to compliance with the RICS Service Charge Residential Management Code (3rd Edition)
The Property Institute (TPI)
The Property Institute (TPI) formed in 2024 following the merger of ARMA and IRPM, are the professional body for residential property managers in England, Scotland and Wales. TPI stand as a trusted and credible voice committed to driving standards in the sector to make a positive difference for member firms, clients and residents. At HES Estate Management Ltd we fully support our staff in joining the TPI and taking their exams to attain ATPI (Associate) or MTPI (Full Member) status, so that you can be assured of the very highest standards of professional expertise at all times.
Regulated Insurance Activities
HES Estate Management Ltd are not authorised by the Financial Conduct Authority. However, we are included on the Register maintained by the Financial Conduct Authority so that we can carry out insurance distribution activity which is broadly advising on, selling, and administration of insurance contracts. This part of our business, including arrangements for complaints or redress if something goes wrong, is regulated by the Royal Institution of Chartered Surveyors (RICS). The Register can be accessed via the Financial Conduct Authority website.
Complaints Handling Procedure
Since October 2014, it is a legal requirement for all firms of managing agents to operate a Complaints Handling Procedure (CHP) which includes access to a Government approved independent redress scheme where unresolved disputes can be addressed, free of charge to consumers. This means complaints are handled independently and leaseholders can be confident that there is no bias. A copy of our CHP is available upon request.
The Property Ombudsman Scheme
The Property Ombudsman (TPO) scheme has been providing consumers and property agents with an alternative dispute resolution service since 1990
The Ombudsman’s resolutions are designed to achieve a full and final settlement of the dispute and all claims made by either party. The Ombudsman can, where appropriate, make compensatory awards in individual cases up to a maximum of £25,000 for actual and quantifiable loss and/or for aggravation, distress and/or inconvenience caused by the actions of an agent.
